Contents: Feature Story | Case Studies | Products | CPP in the News | Events

Issue Highlights

Welcome to the October issue of CPP Insider! In this issue:

We sit down with renowned conflict expert and co-author of the TKI assessment Ken Thomas to learn creative conflict management.

Read a groundbreaking case study showing that effective conflict handling may impact customer satisfaction.

CPP is making headlines! See where the company and our products have been making news around the globe.

We hope you enjoy the issue and, as always, look forward to hearing from you at cpp_insider@cpp.com.

- Christine Karscig, Managing Editor

Feature Story

Q & A with Kenneth Thomas, Ph.D.

Kenneth Thomas, Ph.D., renowned conflict management expert and co-author of the Thomas-Kilmann Conflict Mode Instrument (TKI), shares his thoughts on effective conflict handling.

Why is effective conflict handling a key competency for leaders in business today?
Conflict-handling competency for leaders is a critical skill for two reasons. Business leaders promote and influence the broader organizational culture of conflict handling—what they model influences the behavior of their employees. Perhaps a more important factor was highlighted by Sydney Finkelstein in his book, Why Smart Executives Fail (2003). A study of 51 companies suffering business failures identified a common cause— top managers pushed their positions on key issues. The result? Opposing views were stifled. Valuable information and feedback went unheard.

What does your recent research reveal about conflict handling preferences and level in the organization?
One of the topics I explored recently was whether conflict handling preferences varied with organizational level. We drew a random, stratified sample from a national database of respondents for the Thomas-Kilmann Conflict Mode Instrument (TKI). The analysis pointed to a tendency towards greater assertiveness in conflict-handling preferences—the competing and collaborating styles—among those at higher organizational levels, such as top executives. Individuals at lower levels in the organization—entry-level and non-supervisory employees—scored higher on the non-assertive styles of avoiding and accommodating.

What techniques can leaders use to hone their conflict handling skills?
Leaders can learn to use these assertive styles more effectively and avoid the pitfalls of misuse that I mentioned earlier. One effective approach to creative conflict handling that builds on executives' preferred assertive styles—and maximizes organizational benefits—is called 'firm flexibility.' Firm flexibility, described by Dean Pruitt and Jeffery Rubin in their book, Social Conflict (1986), uses the competing style to establish the importance of an individual's position or concern and switches to collaborating to invite others to work towards a solution that meets the concerns of everyone involved.

What are some of the implications for organizations?
Leaders must actively promote a culture that invites diversity of opinion and seeks collaboration, while modeling behavior that demonstrates how to make constructive, timely decisions without stifling dissent or getting mired in consensus paralysis. I recommend three principles for effective conflict handling for leaders: 

  1. Collaborate whenever possible on important issues
  2. Be selective in choosing issues to be resolved by executive decision
  3. When you get resistance, use firm flexibility to set up collaborating and invite participation

For information on making conflict management a strategic advantage, read the white paper by Ken Thomas.

62% of employees say they could be looking for a new job in the next three months.

- Human Resource Executive®, June 2, 2007

Case Studies

Call Centers Can Increase Customer Satisfaction and Lower Turnover Through Effective Conflict Management

Learn how a new study illustrates how effective conflict handling may improve call center customer satisfaction ratings.
Read the case study >>

More than half (55%) of employers identified employee retention as the most important benefits objective.

- Human Resource Executive®, July 2007

Products

New from Davies-Black® Publishing

Rethinking Work

We've been hearing the startling statistics and facts about today's workforce for a while now. Since the 1980s, more than 30 million workers have been laid off, downsized, and rightsized. Over 70 percent of working adults over the age of 45 plan to work well beyond age 65. The baby boomer generation, once told to 'grow up,' has apparently decided to keep on growing. And, the average 35-year-old has already changed jobs nine times or more.

With millions of people still facing crossroads in their work-lives and careers, author Cliff Hakim has developed a proven process to help you ask questions, generate options, and discover answers to engage your spirit and help you redefine your relationship to work. To assess if you are ready to engage in this process, if you check three or more of these items, you are likely ready to start the Rethinking Work process.

Do you want to...

  • make more worthwhile contributions?
  • take charge of your attitude?
  • reawaken your spirit?
  • fully express your passion?
  • overcome your work fears?
  • stay in your current job and grow there?
  • take control of your work life?
  • better align with customers' needs?
  • maintain a clear sense of self while you work with others?
  • establish a new work attitude?
  • set a leadership example?
  • approach work with grace?
  • inspire others?

Hakim's new book Rethinking Work clearly illuminates a practical and flexible three-part method to assess your goals and then manifest them in your work.

Learn more about Rethinking Work >>

Employee turnover can cost companies up to 40% of their annual profit.

- T+D Magazine, August 2007

CPP In The News

News + Analysis: Personality Test - Agencies Use Psychological Profiles to Cultivate Teamwork - Government Executive, June 2007

Learn how government agencies including the USDA Graduate School and the Environmental Protection Agency are using the Myers-Briggs Type Indicator® assessment to promote team building and leadership development.
Read the article >>

Family Matters: Personality Tests Becoming More Common in the Workplace - Holmen Courier, August 31, 2007

See how today's assessments can build self-awareness leading to careers with greater personal satisfaction. Read the article >>

What's New - HR Magazine, June 2007

Read how HR professionals can spend less time interpreting personality assessments and more time improving organizational performance.
Read the article >>

Conflict and Technical Communicators - Intercom Journal, July/August 2007

Learn factors required for successful conflict resolution within technical communicator professions. Read the article >>

For more CPP featured articles click here >>

Events

2007 Conferences and Events

Let us know if you're going to be at any of these shows—we'd love to meet you there. And if you have recommendations for other shows we should attend, we welcome your suggestions. Email us at cpp_insider@cpp.com.

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